Refund policy

Last updated: September 6, 2026

ALL FOOD SALES ARE FINAL

Velvet Chocolate sells perishable and consumable food products. For food-safety and quality-control reasons, all sales are final, and we do not accept physical returns or exchanges after delivery.

We do not provide refunds or exchanges for change of mind, taste or texture preferences, accidental orders, ordering the wrong product or quantity, failure to review the product description or disclosed ingredients and allergen information, refusal by a gift recipient, or minor variations in color, shape, decoration, texture, or appearance that are normal for handmade products.

ORDER CHANGES AND CANCELLATIONS

If you need to request a change or cancellation, contact us immediately at velvetchoocoolate@gmail.com. A cancellation or change may be approved only if the order has not entered production, packing, or fulfillment. We cannot guarantee cancellation, and once production, packing, fulfillment, or shipping-label preparation has begun, the order is final and non-refundable.

If we cannot ship within the time stated at purchase, we will provide any notice, cancellation option, or refund required by applicable law.

DAMAGED, INCORRECT, OR MISSING ITEMS

Please inspect your order promptly after delivery. Claims for items that arrive materially damaged, incorrect, or missing must be submitted within 48 hours of confirmed delivery to velvetchoocoolate@gmail.com.

Your claim must include:
• Your order number;
• A clear description of the issue;
• Clear photographs of the shipping box, shipping label, all packaging, and each affected item; and
• Any other information reasonably requested to evaluate the claim.

Please keep the product and all packaging until we complete our review. Claims submitted after the 48-hour period, without the requested evidence, or after the product or packaging has been discarded may be denied to the fullest extent permitted by law.

If we verify a qualifying claim, Velvet Chocolate will determine the appropriate remedy, which may be a replacement, a refund for the affected item, or store credit, except where applicable law requires a specific remedy. Unless required by law or caused by our error, original shipping charges are non-refundable.

HEAT, WEATHER, AND DELIVERY CONDITIONS

Chocolate and cream-based products are temperature sensitive. Customers are responsible for providing a secure delivery address, monitoring tracking, and retrieving packages promptly after delivery. Minor softening, cosmetic scuffing, chocolate bloom, settling, or separation may occur during transit and does not by itself establish that a product is defective or unsafe.

Carrier delays, weather events, heat exposure after delivery, unattended packages, and packages marked delivered by the carrier do not automatically qualify for a refund or replacement. We may assist with a carrier inquiry, but replacements or refunds are not guaranteed unless required by law or the claim otherwise qualifies under this policy.

INCORRECT OR UNDELIVERABLE ADDRESSES

The customer is responsible for entering a complete and accurate shipping address. We are not responsible for loss, delay, spoilage, return-to-sender charges, or failed delivery caused by an incorrect or incomplete address, refusal of delivery, failure to retrieve a package, or an unavailable recipient. If a reshipment is possible and approved, the customer is responsible for all additional product and shipping costs.

INGREDIENTS AND ALLERGENS

Customers are responsible for reviewing the product page and package label before purchase and consumption. If you have an allergy, dietary restriction, or ingredient question, contact us before ordering. We do not provide refunds for reactions, preferences, or concerns relating to ingredients or allergens that were disclosed before purchase, except where required by law.

APPROVED REFUNDS

Approved refunds are issued to the original payment method. After we submit a refund, your bank or payment provider may require additional time to post it. Refunds apply only to the approved item or amount and do not include non-refundable shipping or service charges unless required by law.

FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right, to the fullest extent permitted by law, to deny claims that are unsupported, fraudulent, misleading, repetitive, abusive, or inconsistent with the evidence, and to refuse or cancel future orders associated with suspected fraud or policy abuse.

NON-WAIVABLE LEGAL RIGHTS

Nothing in this policy limits any right or remedy that cannot legally be waived, including applicable rights concerning merchandise that is not delivered, materially defective, materially different from what was ordered, or not shipped within the promised or legally required time.

CONTACT

For refund-policy questions or eligible claims, contact Velvet Chocolate at velvetchoocoolate@gmail.com.